Unit of competency Outline
Date retreived
22/07/2026 10:02 AM AWST
22/07/2026 10:02 AM AWST
Whilst all efforts are made to provide accurate and timely information from the relevant source/documentation, please be aware that the information supplied may not be the most current version. The accuracy of the detail has not been confirmed by the Department and therefore should not be relied upon without first confirming the contents.
Conduct a telemarketing campaign
Conduct a telemarketing campaign
Unit of competency
National Code
BSBCCO303B
BSBCCO303B
State Code
S8044
S8044
TGA Status
Replaced
Replaced
DTWD Status
Replaced
Replaced
State Implementation and Classification
Approved Date
03/01/2012
Field of Education
080505 - Marketing
Original Release Date
03/01/2012
Nominal Hours
40
Description
This unit describes the performance outcomes, skills and knowledge required to undertake a telemarketing campaign, which may involve both inbound and outbound calling.Competence in this unit requires preparing, conducting and reviewing the performance of a telemarketing campaign, including managing negative or difficult contacts and completing the sales process.
Notes
Elements and Performance Criteria
1. Prepare for telemarketing campaign
- 1.1 Study and clarify campaign details with team members, and prepare contact guides for telemarketing campaign
- 1.2 Learn the features of the product or service to be marketed
- 1.3 Discuss operational boundaries and targets with relevant personnel
- 1.4 Develop proficiency in the use of relevant technology
- 1.5 Develop strategies to achieve sales targets
- 1.6 Identify and develop a clear understanding of fulfilment processes
- 1.7 Ensure campaign and contact guides meet relevant legislation, codes, regulations and standards
2. Conduct planned telemarketing activity
- 2.1 Make customer contact in the most efficient manner possible
- 2.2 Conduct contact according to contact guide, and enterprise policies and procedures
- 2.3 Answer customer queries with professional responses, using active listening techniques
- 2.4 Explain features and benefits of products or services to customers, where appropriate
- 2.5 Improvise on contact guide content to suit customer needs
- 2.6 Identify positive sales responses from customers and develop them into sales opportunities
- 2.7 Close sales efficiently
- 2.8 Escalate customer queries that cannot be satisfied, according to enterprise policy
3. Manage negative customer responses
- 3.1 Counter negative customer responses to the product, service or organisation with positive features and benefits
- 3.2 Respond politely to personal or irrelevant negative customer responses
- 3.3 Identify limits of the organisation’s tolerance to negatively responding customers and end negative customer contact accordingly
- 3.4 Escalate negative customer responses appropriately
- 3.5 Develop strategies to recover from negative customer responses and remain positive for next contacts
4. Complete sales
- 4.1 Record details of sale according to procedures
- 4.2 Discuss and agree payment arrangements with customer and action according to organisational policy
- 4.3 Advise customer of payment procedures
- 4.4 Record and verify credit card details with customer where appropriate and according to organisational protocols
- 4.5 Discuss and agree delivery arrangements with customer and record and action, where applicable
- 4.6 Activate the fulfilment processes necessary to complete the sale
- 4.7 Apply privacy requirements during the transaction
5. Record campaign results
- 5.1 Collate and present contact records according to organisational policy
- 5.2 Record and report difficulties not escalated
- 5.3 Analyse performance against agreed targets to identify future improvements
- 5.4 Amend errors and omissions in databases
The range statement relates to the unit of competency as a whole. It allows for different work environments and situations that may affect performance. Bold italicised wording, if used in the performance criteria, is detailed below. Essential operating conditions that may be present with training and assessment (depending on the work situation, needs of the candidate, accessibility of the item, and local industry and regional contexts) may also be included.
Contact guidesmay include:
contact-closing techniques
contact flow
escalating policy
features and benefits of product or service
greeting etiquette
pricing
regulatory, legislative and organisational requirements.
Telemarketing campaignsmay include:
customer retention activities, such as recontracting, loyalty and incentive programs and offering value-added services
fundraising
product sales
service sales
up selling and cross selling.
Product or servicesmay include:
goods
ideas
infrastructure
private and public sets of benefits.
Operational boundariesmay include:
discretion to deviate from the call/contact guide
guidelines and parameters within which the telemarketer can operate
limits of contact with the customer
mandatory and voluntary requirements
relevant regulatory, legislative and organisational requirements.
Technologymay be modified for use by people with a disability and include:
information systems
sales tracking technology
telecommunications systems.
Sales targetsmay include:
call volumes
conversion rates
sales made
retention rates.
Relevant legislation, codes, regulations and standardsmay include:
Consumer Credit Code
Do Not Call Register
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act
Negative customer responsesmay include:
criticising the product or organisation
crude or offensive language
declining further contact
personal insults or threats.
Payment arrangementsmay include:
cash
cheque
credit card
EFTPOS
money order
payment on delivery.
Credit card detailsmay include:
cardholder details
card number
card expiry date.
Databasesmay include:
business directories
organisational records
sales records
telephone directories.
Contact guidesmay include:
contact-closing techniques
contact flow
escalating policy
features and benefits of product or service
greeting etiquette
pricing
regulatory, legislative and organisational requirements.
Telemarketing campaignsmay include:
customer retention activities, such as recontracting, loyalty and incentive programs and offering value-added services
fundraising
product sales
service sales
up selling and cross selling.
Product or servicesmay include:
goods
ideas
infrastructure
private and public sets of benefits.
Operational boundariesmay include:
discretion to deviate from the call/contact guide
guidelines and parameters within which the telemarketer can operate
limits of contact with the customer
mandatory and voluntary requirements
relevant regulatory, legislative and organisational requirements.
Technologymay be modified for use by people with a disability and include:
information systems
sales tracking technology
telecommunications systems.
Sales targetsmay include:
call volumes
conversion rates
sales made
retention rates.
Relevant legislation, codes, regulations and standardsmay include:
Consumer Credit Code
Do Not Call Register
equal employment opportunity and antidiscrimination legislation
freedom of information
industry-specific codes, regulations and legislation
occupational health and safety legislation
Privacy Act
Trade Practices Act/Competition and Consumer Act
Negative customer responsesmay include:
criticising the product or organisation
crude or offensive language
declining further contact
personal insults or threats.
Payment arrangementsmay include:
cash
cheque
credit card
EFTPOS
money order
payment on delivery.
Credit card detailsmay include:
cardholder details
card number
card expiry date.
Databasesmay include:
business directories
organisational records
sales records
telephone directories.
The evidence guide provides advice on assessment and must be read in conjunction with the performance criteria, required skills and knowledge, range statement and the Assessment Guidelines for the Training Package.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
meet agreed contact and sales ratios
achieve sales targets
apply preprepared contact guide
manage negative customer contact without disrupting operations
record sales, payments and delivery arrangements
successfully handle difficulties incurred during campaign
demonstrate knowledge of legislative and regulatory codes and requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data, including call/contact guides
performance management, sales performance and quality assurance documentation and records
relevant legislation, regulatory requirements, organisational standards and guidelines.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate
review of performance and sales results
direct observation during sales process, including negative customer contacts
oral and/or written questioning to assess knowledge of sales techniques, and legislative and regulatory requirements
review of quality assurance records
audit of customer and sales records.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO304C Provide sales solutions to customers
BSBCUS301B Deliver and monitor a service to customers.
Overview of assessment
Critical aspects for assessment and evidence required to demonstrate competency in this unit
Evidence of the ability to:
meet agreed contact and sales ratios
achieve sales targets
apply preprepared contact guide
manage negative customer contact without disrupting operations
record sales, payments and delivery arrangements
successfully handle difficulties incurred during campaign
demonstrate knowledge of legislative and regulatory codes and requirements.
Context of and specific resources for assessment
Assessment must ensure access to:
workplace information and data, including call/contact guides
performance management, sales performance and quality assurance documentation and records
relevant legislation, regulatory requirements, organisational standards and guidelines.
Method of assessment
A range of assessment methods should be used to assess practical skills and knowledge. The following examples are appropriate for this unit:
direct questioning combined with review of portfolios of evidence and third-party workplace reports of onthejob performance by the candidate
review of performance and sales results
direct observation during sales process, including negative customer contacts
oral and/or written questioning to assess knowledge of sales techniques, and legislative and regulatory requirements
review of quality assurance records
audit of customer and sales records.
Guidance information for assessment
Holistic assessment with other units relevant to the industry sector, workplace and job role is recommended, for example:
BSBCCO304C Provide sales solutions to customers
BSBCUS301B Deliver and monitor a service to customers.
Replaces
| State Code | National Code | Title | Type |
|---|---|---|---|
| D0612 | BSBCCO303A | Conduct a telemarketing campaign | Unit of competency |
Replaced By
| State Code | National Code | Title | Type |
|---|---|---|---|
| AUJ62 | BSBCUE303 | Conduct a telemarketing campaign | Unit of competency |
| State Code | National Code | Title | Type |
|---|---|---|---|
| D691 | BSB30211 | Certificate III in Customer Contact | Qualification |